Technology Service Technician

Specifically, the Technology Service Technician will provide technical support via phone, email, and/or in-person consultations to SCE faculty and staff in both Windows (XP/Vista) and Apple (OS X) environments; gather, organize and document relevant information directly from customers into trouble ticketing system; perform system audits, upgrades, and miscellaneous technical maintenance on faculty, administrative, and room systems. Also, this role will ensure classrooms in Lewisohn Hall, Fairchild and/or Union Theological Seminary are open and room technology systems (e.g. projector, computer systems, etc) are functioning correctly, and are ready to use during weekday evenings and weekends as well as support faculty/guests in configuring their system to work with the e-podiums in the classrooms. 

CHARACTERISTIC DUTIES AND RESPONSIBILITIES: 

TECHNOLOGY SUPPORT AND MAINTENANCE (60%) 
- Provide technical support via phone, email, and/or in-person consultations to SCE faculty and staff in both Windows (XP/Vista) and Apple (OS X) environments. 
- Gather, organize and document relevant information directly from customers into trouble ticketing system. 
- Consistently apply excellent customer-service techniques to all interactions and work (e.g., set expectations appropriately, confirm a problem is resolved correctly and ensure satisfaction). 
- Follow SCE IT Process Manual and use knowledge content (knowledge bases) and personal technical background to identify and resolve IT issues. 
- Escalate issues when and where appropriate (e.g., CUIT specialized queues, IT Manager, Lewisohn Space Management). 
- Communicate the needs of non-technical staff to technical staff and vice-versa. 
- Perform system audits, upgrades, and miscellaneous technical maintenance on faculty, administrative, and room systems. 

CLASSROOM SUPPORT AND MAINTENANCE (40%) 
- Ensure classrooms in Lewisohn Hall are open and room technology systems (e.g. projector, computer systems, etc) are functioning correctly, and are ready to use during weekday evenings and weekends.  
- Address issues inline with Lewisohn Space Management policies and procedures, escalating to LSM and/or CUIT as required. 
- Setup classroom e-podiums including computing, video projectors for conferences, meetings, and classroom events.  
- Support faculty/guests in configuring their system to work with the e-podiums in the classrooms 

COMPLETES ADDITIONAL PROJECTS AND PERFORMS OTHER DUTIES AS ASSIGNED OR REQUESTED